When developing bad news messages about transactions, what do many firms include in an attempt to repair the relationship?
A) An element of apology
B) An explanation of what the customer should now expect
C) An explanation of what is being done to resolve the situations
D) An offer of a discount on future orders
E) An explanation of what type of performance can be expected in the future
Answer: D
Explanation: D) To help repair the damage to the relationship and encourage repeat business, many companies offer discounts on future purchases, free merchandise, or other considerations. Even modest efforts can go a long way to rebuilding a customer's confidence in your company.
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